Job Description
An exciting new opportunity has arisen for a Service Desk Analyst to join our busy IT team. Reporting to the Head of IT Operations and assisting a team of 11 office based and remote Service Desk Analysts.We have analysts in our offices in Newcastle or Worksop so we welcome applicants from either location.
The role is focused upon the provision of IT support to the business and its customers, specifically in the areas of incident management and request provision. This is an excellent opportunity for a candidate with technical service desk experience. With the successful candidate joining a team covering IT support predominantly for the businesses in the UK and Ireland.
The role is based in Newcastle upon Tyne. However, availability to travel to other UK offices and flexibility for outof hours shift work may be required.
We a leading security and facility services company, provides proactive security services and cutting-edge smart technology to deliver tailored, integrated security solutions that allow clients to focus on their core business. Our acquisition in 2021 expands our footprint and infrastructure on a global and local level. Through our vast network of more than 800,000 employees, we leverage global best practices in communities all over the world. Operating in around more than 80 countries with revenues of $18 billion, we are supported by efficient processes and systems that can only come with scale to help deliver our promise locally: keeping people safe so our communities can thrive. We believe there is no greater purpose than serving and safeguarding customers, communities, and people in todays world.
Main Responsibilities of Service Desk Analyst:
Support and action requests and incident management of IT System dependencies by accurately capturing and logging details from telephone, email and web portal raised tickets.
Processing of minor change requests and new starters, leavers, or permission changes to accounts as part of the wider JMLA team from email and web portal submissions.
Support the problem management process and assist with managing root cause analysis of common, recurring and high severity incidents.
To offer first line support to businesses and associated systems, inclusive of mobile devices, remote access and desktop/laptop users; progressing incidents to the appropriate resolvers where unable to complete fixes.
Assist in supporting the companys desktop and laptop hardware environment.
As a member of a team operating on a daily rota, be responsible for undertaking daily workflow activities and liaise with staff, external customers and their representatives.
Assist with ad hoc project work and duties as and when required.
Any other reasonable request by Management
The Ideal IT Service Desk Analyst:
A sound IT technical knowledge built by experience of technical IT support role(s) Strong Customer Service skills, effective in working with customers at all levels.
Knowledge of the latest and emerging technologies (Google, Windows, Cloud, Linux, Android etc.).
Strong analytical skills.
Ability to work independently across multiple groups in a rapidly changing environment.
Ability to work under tight time constraints.
Self-motivated, independent and resourceful.
Experience of delivering IT support to a range of suppliers at all levels.
Drive, self-motivation and ability to work under own initiative
Troubleshooting skills and knowledge of ITIL operation processes would be highly desirable.
The role is based in Newcastle upon Tyne or Worksop, Nottinghamshire.However, availability to travel to other UK offices and flexibility for out of hours shift work may be required.
Please note, this role does not qualify for a visa under the current Government guidelines therefore to be considered for this role you must already have the right to work in the UK. Re-location costs will not be granted.
To apply for this role, please click apply online and complete the full application process.
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